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How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of service research : JSR 18 (2015) 1, pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
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A meta-analysis of organizational complaint handling and customer responses
Gelbrich, Katja; Roschk, Holger - In: Journal of service research : JSR 14 (2011) 1, pp. 24-43
Persistent link: https://www.econbiz.de/10008826888
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Identifying appropriate compensation types for service failures : a meta-analytic and experimental analysis
Roschk, Holger; Gelbrich, Katja - In: Journal of service research : JSR 17 (2014) 2, pp. 195-211
Persistent link: https://www.econbiz.de/10010356813
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Four positive effects of a salesperson’s regional dialect in services selling
Maier, Robert; Hoffmann, Stefan - In: Journal of service research : JSR 14 (2011) 4, pp. 460-474
Persistent link: https://www.econbiz.de/10009491358
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Four Positive Effects of a Salesperson's Regional Dialect in Services Selling
Mai, Robert; Hoffmann, Stefan - In: Journal of service research : JSR 14 (2011) 4, pp. 460-475
Persistent link: https://www.econbiz.de/10009813173